Bank accounts Best banks for customer satisfaction
How bank account providers score for customer service
We ask bank account customers to rate how satisfied they are with their current account provider, the table below reveals the best and the worst banks for customer service. To find out which bank accounts are Which? Recommended Providers see our tables.
|Customer satisfaction for current accounts|
|Current accounts||Internet||Telephone||Branch availability||Customer service||Clarity of statement||Dealing with queries & complaints||Customer score|
|Norwich & Peterborough BS||n/a||71%|
|Danske Bank (Northern Bank)||n/a||66%|
|The Co-operative Bank||62%|
|Bank of Ireland||54%|
|Bank Of Scotland||53%|
|The Royal Bank of Scotland||53%|
|Intelligent Finance (IF)||44%|
n/a = sample size too small
Average overall customer satisfaction score is 61%
Sample sizes: First Direct (352), Norwich & Peterborough BS (41), Nationwide BS (452), M&S Bank (41), Danske Bank (34), Metro Bank (32), Santander (462), The Co-operative Bank (351), TSB (350), Yorkshire Bank (177), Smile (100), Halifax (482), Citibank (32), Cahoot (51), NatWest (452), Clydesdale Bank (117), Lloyds Bank (483), Barclays (495), HSBC (482), Bank of Ireland (49), Royal Bank of Scotland (351), Bank of Scotland (200), Intelligent Finance (39), Ulster Bank (50) - Total sample size: 5,002
Customer scores are based on a survey of an online panel of respondents from the general public, who were invited to take part in the bank account customer satisfaction survey - during August 2014. The final sample size was 5,002.
Overall customer scores are worked out using a combination of overall satisfaction and how likely the respondents are to recommend their bank to a friend. Companies need at least 30 responses to be given a rating.
Which Ltd is an Introducer Appointed Representative of Which? Financial Services Ltd, which is authorised and regulated by the Financial Conduct Authority. Which? Mortgage Advisers, Which? Insurance Advisers and Which? Money Compare are trading names of Which? Financial Services Limited.